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Like many days in the front office, this one is hectic. The phone rings as a leasing representative checks the package delivery log-in for a waiting resident. The phone keeps ringing. A maintenance tech distracts the representative and asks about the paperwork for a service call in Building C. “It’s on the clipboard,” she says[…]

Technology and automation have answers to almost everything in our lives today. We ask it to turn on our heat when we’re far away, and it obliges. We want a ride near a busy street corner, and it finds us a car. We want to be able to pay bills without leaving the kitchen table,[…]

The book Unconscious Branding talks about creating brand resonation through unconscious decision making and features seven steps to changing human behavior. Those same seven steps can be used to change behavior in the way our industry manages apartments and provides resident services.

Customers have the choice of whether or not to do business with you. Don’t make it tough on them. Simplifying the interaction makes their choice easier. Here are five ways to help your apartment community create “easy button” customer experiences.

Few business leaders see what actually happens as a customer moves from one interaction to another or from one face of a business to another. Failure to align customer experience channels such as phone, chat, online, and in person can result in a two-faced business.

If you don’t know who you are and why you exist as a company it can be difficult to consistently deliver a great customer experience. And when you understand what your customer’s need and want, your purpose should become very clear.

Which property management companies are doing more than “talking the talk” when it comes to resident satisfaction? The winners of the SatisFacts Research 2011 National Resident Satisfaction Awards shows who is “walking the walk.”